Incident Support Manager

Program Overview

About The Role

Peraton is seeking an experienced Incident Support Manager to lead incident management for the Network Operations Center (NOC) supporting the Department of Homeland Security’s Customs and Border Protection program. This role is responsible for ensuring the timely restoration of services, coordinating cross-functional teams, and maintaining adherence to established incident management processes. The ideal candidate will bring strong leadership, technical expertise, and experience supporting mission-critical environments, preferably within a government setting.

Location:

This position is on-site and you must have the ability to work in Ashburn, VA, Springfield, VA or Orlando, FL.

Day to Day Roles and Responsibilities:

Incident Coordination

• Lead and manage incident response activities across operational teams
• Coordinate resolution efforts between Tier 1, Tier 2, and engineering teams

Major Incident Management

• Serve as the primary contractor point of contact for major incidents
• Communicate directly with the Government Incident Manager and stakeholders

Incident Process Ownership

• Ensure adherence to established incident management processes, including identification, escalation, resolution, and closure
• Maintain accountability for proper incident handling and lifecycle management

Incident Escalation

• Act as the first point of escalation for operational incidents
• Ensure timely escalation and engagement of appropriate technical resources

Incident Reporting and Documentation

• Ensure all incidents are properly documented and tracked
• Maintain accurate and up-to-date incident records and status updates

Operational Coordination

• Coordinate response activities across multiple teams and stakeholders
• Facilitate communication to ensure alignment and rapid issue resolution

Process Improvement

• Identify gaps in incident response processes and recommend improvements
• Support continuous improvement initiatives to enhance operational efficiency

Accountability

• Maintain responsibility for the timely restoration of services during incidents
• Ensure service levels and operational objectives are consistently met

Qualifications

Basic Qualifications:

• Bachelor’s degree and 12 years of experience or a Master's degree and 10 years of experience or a High School Diploma/equivalent and 16 years of experience.
• Must be a U.S. Citizen with the ability to obtain/mantain a DHS CBP Public Trust.
• Experience in IT operations, incident management, or network operations environments
• Must have an ITIL certification or possess one of the following: CCNP, CCDP, or CCIE.
• Experience as a subject matter expert in routing and switching, firewalls, and load balancing
• Proven experience managing incidents in a 24x7 operations or Network Operations Center environment
• Strong understanding of incident management processes and best practices
• Excellent communication and coordination skills across technical and non-technical teams

Preferred Qualifications:

• DHS CBP clearance
• Experience supporting federal government customers, preferably within DHS or CBP environments
• Experience working in large-scale, mission-critical infrastructure environments
• Familiarity with IT service management tools and monitoring platforms
• Experience driving process improvements within IT operations

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.